What Helpdesk Platforms are IT Service Providers Using
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@scottalanmiller said:
That they have no alpha or beta testing phases really shows. They release with no testing. But the bigger issues aren't bugs, they are design decisions that make people unhappy.
Agreed. Implementing new features no one asked for or really cares about with maybe an exception of a few and ignoring the requests for fixes by the masses is how they do it and it's hurting them. Even new people who find it and are intrigued are quickly turned off.
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Currently, in house, we are using Lotus Notes. I'm looking at different options now just for us. Spiceworks is frowned upon due to the ad based version being the only one that any of them have seen. I previously (circa 2003) used BMC Remedy (which he also run in-house for another department's ticketing system) which wasn't great then and now, well, it causes quite a bit of the headaches in this department.
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Of all of the things about it, why are the ads bad? Plenty of reasons to not use it but that seems an odd one. I mean it's less than professional and definitely makes people feel like they aren't quite at a real company sometimes but it is only visible to IT staff.
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@scottalanmiller said:
Of all of the things about it, why are the ads bad? Plenty of reasons to not use it but that seems an odd one. I mean it's less than professional and definitely makes people feel like they aren't quite at a real company sometimes but it is only visible to IT staff.
ads is bad scott...didn't ya know? not knocking lotus notes...but moving up the ladder wont be hard for you guys
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Ha ha. There will ads here eventually. But not SO many
The ML difference is that vendors get to join and participate for free. Only ads cost money, not posting and participating.
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so we can advertise to each other!!?? ya'll should for sure outsource to me scott. i'll do the same
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@Hubtech said:
so we can advertise to each other!!?? ya'll should for sure outsource to me scott. i'll do the same
Imagine the inflation!
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i mean, i'm work 1600/hr
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@Hubtech said:
i mean, i'm work 1600/hr
We'll need to bill back to you at $1,650/hr though!
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i forgot about my hourly retainer fee of 750...so that's fine #threadderailed
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@ajstringham said:
Like the Venezuelan economy.
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I've been using Zendesk for my clients for a few years. I am on the verge of routing all emails to Zendesk, that's how much I like it.
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@technobabble said:
I've been using Zendesk for my clients for a few years. I am on the verge of routing all emails to Zendesk, that's how much I like it.
Awesome, I've seen a lot of people choosing that.
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Hey Scott, finally got around to checking out the new site and this is the first thread I've checked out so thought I would reply here first. I checked out a ton of different helpdesk solutions when researching the best one for my MSP... Autotask & Connectwise I have used before and they feel too bloated not to mention pricey. Obviously I've tried Spiceworks but not so great for MSP's as stated already. I used a free one called Freshdesk for quite some time while I was trying out other products. After ruling out Zenith InfoTech/Continuum, Kaseya, and several others I finally settled on GFI Max for my MSP Platform and shortly after I went with them they launched Service Desk which integrates nicely with their management dashboard. So far I have been pretty happy with it.
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Ahem.. Am pretty excited about this move by my company, ManageEngine.. Any thing you need to know about ServiceDesk Plus, am here.. Feel free to ping me.
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We were using Spiceworks, but after aquired by different company, we've been migrated to service now.
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@Vidya said:
Ahem.. Am pretty excited about this move by my company, ManageEngine.. Any thing you need to know about ServiceDesk Plus, am here.. Feel free to ping me.
Welcome to the community!
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@ambarishrh said:
We were using Spiceworks, but after aquired by different company, we've been migrated to service now.
What we seem to be seeing is that when posting on their forums, no one is talking about what they are actually using. But here where the site is not dedicated to their support, everyone is admitting that no one is running the software. I knew that many were not that were not saying it before, but now I am realizing that almost no one is using it!
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I'm still using SW, but not all the bells and whistles. Management hasn't backed the use of tickets (though I think they are starting to really warm to the idea) so I'll keep SW, but I think I try the newly free'd one too.
